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UltraViewer is remote-control software, not inherently a virus. But a scammer can use it to view or control your computer, install other software, or see information on your screen. Uninstalling it and getting a clean Malwarebytes scan are encouraging steps, but neither can tell you whether information was exposed during the session. End access, secure potentially exposed accounts from a different trusted device, and then check the computer for anything else that may have been installed.
What the Malwarebytes forum case says
The Malwarebytes Forums post behind this title was created on March 5, 2019. The user said a caller claiming to be from PayPal persuaded them to install UltraViewer after a dispute. The caller then tried to get the user to buy a Google Play gift card. The user stopped cooperating, reported sharing a name and email address but no password or money, and said they had changed passwords, added security measures, logged out previous sessions, uninstalled UltraViewer, and run Malwarebytes.
A forum expert requested AdwCleaner and Farbar Recovery Scan Tool (FRST) logs. The thread was closed on March 10, 2019, without a documented follow-up or confirmed clean result. It is therefore a useful example of a remote-access scam, not evidence that the computer was conclusively checked and cleared. Read the original Malwarebytes forum thread.
UltraViewer itself is not the same thing as the scam
UltraViewer describes itself as remote desktop software: a person seeking help can provide an ID and password so another person can connect. Its security information says the user can observe or interrupt the session. Those features explain the intended support use; they do not verify the identity or honesty of someone who asks to connect. UltraViewer’s product description and its security FAQ describe the product’s own connection model.
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The important question is not simply whether UltraViewer is a virus. It is what the other person could see or do while connected. Depending on the session and permissions, a scammer may view the screen, interact with open applications, manipulate files, or try to persuade the user to disclose payment details or codes. The person may also have downloaded other tools. A legitimate remote-support program can be abused without the program itself being malware.
Do these things first
- End any active session. Close UltraViewer. If someone may still be controlling the computer, disconnect it from the internet; if you cannot reliably stop access, shut it down. Do not keep interacting with the caller.
- Use a separate, trusted device for account changes. Start with the email account, since it can often be used to reset other passwords. Change any password the caller might have seen or that you entered during the session. Then secure banking, payment, shopping, social, and other affected accounts. Use unique passwords and enable multifactor authentication (MFA) where available.
- Revoke access the scammer may still have. In each affected account’s security settings, sign out other sessions and review trusted devices, recovery email addresses, phone numbers, connected apps, and app passwords. For email, check forwarding rules and filters you did not create.
- Contact financial providers if needed. Check bank, card, PayPal, app-store, and gift-card activity. Report unauthorized transactions promptly through the provider’s official website or phone number. If you gave someone a gift-card code, contact the issuer’s official fraud channel.
- Remove UltraViewer and restart. Uninstall it through Windows’ installed-app controls, then reboot. Check afterward that it has not returned. Uninstalling removes the known application; it does not undo information already seen or copied.
- Save evidence. Keep the caller’s number, emails, messages, payment instructions, relevant timestamps, and any UltraViewer ID. UltraViewer’s scam-report form requests the connected ID; the company says it can be found in UltraViewer under Files → View Logs. Do not delay contacting a bank or securing accounts while collecting evidence.
Check whether anything else changed
After restarting, review the computer for signs of additional software or altered settings. Use Windows’ installed-app list to look for unfamiliar programs, especially ones installed around the time of the call. Check Startup apps, browser extensions, recent downloads, the desktop, and the Downloads folder. Look for other remote-access tools, such as AnyDesk, TeamViewer, RemotePC, Chrome Remote Desktop, RustDesk, or Windows Remote Assistance, if you did not install them yourself.
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More advanced checks include recently created Windows accounts, administrator accounts, scheduled tasks, services, and changes to Windows remote-access settings or firewall alerts. Do not delete an unfamiliar service, task, or startup entry just because its name is unfamiliar: legitimate Windows and software components can look obscure, and indiscriminate removal can break the system. If you cannot identify an item, record its name and seek qualified help.
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If the browser was open, treat visible account information and any passwords typed during the session as potentially exposed. Review account sessions and recovery settings, and inspect browser extensions and saved-password exposure as appropriate. A clean computer scan cannot establish that a password displayed on screen was not copied.
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Run a scan, but understand what it can tell you
Update your installed security software and run a full scan. A clean result means the scanner did not detect a threat it recognizes at that time; it does not prove that no one viewed or copied information, that every possible persistence method was ruled out, or that no account was accessed.
Malwarebytes’ AdwCleaner is positioned as a free tool for adware, potentially unwanted programs, and browser hijackers. It can be useful for unwanted software, but it is not a verdict on account security or everything that may have happened in a remote session. The forum’s 2019 request for AdwCleaner and FRST logs was a case-specific support workflow, not a timeless instruction that every reader should follow. Do not download a cleanup tool from a caller or an unsolicited link.
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If suspicious behavior continues—such as recurring pop-ups, redirects, disabled security tools, unexplained programs, or persistent remote access—seek reputable technical support. For business, legal, medical, financial, or other sensitive data, qualified incident-response help may be appropriate rather than experimenting with system changes.
Choose a response based on what the caller accessed
| What happened | Proportionate next steps |
|---|---|
| The session was brief, you disconnected promptly, no sensitive screens were open, and you gave no password, code, or payment information. | Uninstall, restart, scan, secure email as a precaution, review account sessions, and monitor payment accounts. A factory reset is not automatically necessary on these facts alone. |
| Email, shopping, or payment pages may have been visible, or you are unsure whether you entered a password. | Assume visible credentials may be exposed. Change them from a different trusted device, revoke sessions, review recovery details and email rules, and check account activity. |
| The caller had administrator access, installed software, changed security settings, saw banking or password-manager information, or obtained one-time codes. | Contact affected financial services and account providers promptly. Use a trusted device for account recovery. Consider professional incident-response help or a clean Windows reinstall instead of relying on one scan. |
If you choose a clean reinstall for a high-risk incident, back up personal documents carefully, reinstall Windows using trusted installation media, and restore only files you trust. A reinstall is a stronger reset of the computer, but it still cannot reverse stolen credentials or transactions; secure accounts and contact providers separately.
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Is a router reset necessary?
Not for every remote-support scam. Consider changing router administration credentials or resetting and reconfiguring the router only if there is evidence the caller accessed its administration page, changed network settings, or compromised the router. If you do reset it, use the router maker’s trusted setup instructions and set a strong, unique administrator password.
If all you shared was your name and email
That is less serious than giving away a password, payment detail, or identity document, but it can make follow-up phishing more convincing. Be wary of messages that refer to the PayPal dispute or claim to be from a bank, Microsoft, or a security company. Do not use numbers or links in suspicious messages; contact the organization through its official app or website. If you did not give a password or payment information, do not assume that you did—but secure the email account if it was visible or open during the session.
For the underlying thread, the available record does not show whether the caller installed anything else or whether the requested diagnostic logs were ever produced. The safest conclusion is limited: UltraViewer is a legitimate remote-control tool, but the forum case did not establish that the affected computer was forensically clean.
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